You are using an unsupported browser. Please update your browser to the latest version on or before July 31, 2020.
close
Home > HappyFox Help Desk > Account Configuration > Integrations > Voice > Managing inbound calls through Aircall
Managing inbound calls through Aircall

HappyFox allows your agents to handle inbound calls through the in-app Aircall widget from within the HappyFox app. This article takes you through the entire lifecycle of an incoming call, starting from call arrival up to ticket creation.

Applicable Plans: ✖️ Mighty ✔️ Fantastic ✔️ Enterprise ✔️Enterprise Plus

Call recordings from Aircall can be added as a new ticket or appended to an existing ticket. Call recordings and additional meta-information about the call are captured on the ticket. In addition, tickets are automatically created for calls sent to voicemails.

Looking to set up the integration ⚙️? Learn how to Configure Aircall integration with HappyFox.

Inbound calls through Aircall

  1. When a call arrives, the in-app Aircall widget launches with the caller information.
  2. You can accept or ignore (Reject) a call.
  3. You can choose to “mute” yourself during the call.

If the incoming call is answered, there are two scenarios possible:

Scenario 1: No Contact Found with matching Phone Number:

  • No contact found message will be displayed on the top left of your HappyFox application.

  • Click the message to fill in the contact information and hit "Save".

  • Create a new ticket by clicking the "Create Ticket" button on the top right.

  • This will automatically create a new ticket and open up the ticket detail page with a default message.
    • This default message will get overridden with the call recording once the call is done.
    • Private Notes will also open up by default so that you can take notes while you are on call.

 

Scenario 2: Contact(s) Found with matching Phone Number:

  • The count of contacts with a matching phone number will be displayed on the top left of your HappyFox application as shown below.
  • If there is just one contact with matching phone number, contact’s name, phone number email, pending tickets, and all tickets are displayed.

  • Choose from available contacts or create a new contact for this caller.

  • Once contact is associated, you can see the name and email address on the top left of your HappyFox application.
    • 1. Clicking on “All Tickets” will take you to the All tickets page with contact filter applied.
    • 2. Clicking on “Pending tickets” will take you to the Pending tickets page with contact filter applied.
    • 3. Clicking on the icon next to email on top left will take you to this contact detail page of the selected contact.

  • 4. Clicking "Add to Existing Ticket" lets you add the call proceedings to the corresponding ticket.
    • Note: This option will be available for contacts with existing HappyFox tickets.
    • The list of current tickets associated with the contact will be displayed. Choose to associate the call with one among those.
    • Click "Confirm" to save your choice.

  • 5. Clicking "Create ticket" lets you add the call proceedings to a new ticket in your help desk.
    • Create Ticket will open up the ticket detail page with a default message.
    • This default message will get overridden with the call recording once the call is done.
    • Private Notes will also open up by default so that you can take notes while you are on call.

Tip ❇️ The ticket id displayed after call creation on the top right portion of the “call information band” is clickable and will take you back to the ticket details page if you navigate elsewhere.
Important note❗️ If the agent does not associate the call to an existing ticket or new ticket while the call is in progress, the call recording is associated with a new ticket in the category that was linked during setup. Please refer to the Aircall configuration article for more information.
Feedback
0 out of 0 found this helpful

scroll to top icon